---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Mobile experience for Customer Service Management

# Mobile experience for Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Manage customer service cases from a mobile device with the Customer Service Management mobile
application. Stay connected and access information in real time to complete tasks
quickly.

Customer service agents and managers can use the Customer Service Management mobile application
to review case details quickly and complete case tasks. Agents and customer service managers
can perform routine actions and approvals effectively any time and anywhere.  
Activate the Customer Service Mobile plugin (com.sn_csm_mobile) to use the available features. To use the change request feature, the Customer Service with Service Management (com.sn_cs_sm) plugin is required.  
Note:  
The Customer Service Management mobile application supports product cases.

For more information, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).  
Figure 1. Customer Service mobile application applet launcher for agent  
With the customer service agent role (sn_customerservice_agent), you can:

* Get a quick overview of your case load, including new cases, critical cases, and those that need attention.
* Accept and reassign cases.
* Add comments or work notes to cases.
* Review case details, activity stream, and related information such as SLAs, case tasks, and child cases.
* Edit case information such as priority.
* Propose major cases.
* Receive push notifications for assigned or updated cases.
* Search for cases using keywords
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With the system administrator role, you can configure the Customer Service Management mobile application in the following ways:

* Configure pages to display the desired data.
* Configure the functions associated with swipe actions and top menu actions.
* Configure and create push notifications.
{#customer-service-mobile-interface__ul_f12_wrx_c3b}  
Figure 2. Customer Service mobile application applet launcher for manager

With the customer service manager role (sn_customerservice_manager) you can:

* Search for cases using keywords
* Review and approve change requests
* Approve escalations

{#customer-service-mobile-interface__ul_l4p_3ng_zlb}

## Activate the Customer Service Mobile plugin {#customer-service-mobile-interface__section_rqf_klr_xgb}

The Customer Service Management mobile application runs on the ServiceNow®
mobile platform.  
To use the Customer Service Management mobile application, activate the Customer Service Mobile plugin (com.sn_csm_mobile). This plugin activates the following plugins:

* Mobile Agent Native Client plugin (com.glide.sg.agent_native_client)
* Customer Service (com.sn_customerservice)
* Customer Service Case Action Status (com.sn.csm_action_status)
{#customer-service-mobile-interface__ul_hkm_1ct_c3b}

To provide support for major cases, you can activate the optional Major Issue Management
plugin (com.sn_majorissue_mgt).  
Once the Customer Service Management mobile application is activated and configured, agents can download the ServiceNow Agent mobile app on their mobile devices and access ServiceNow instances.  
Note:  
You can activate the Customer Service Mobile plugin (com.sn_csm_mobile) from the Customer Service Management guided setup.

For more information, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).
* **[Customer Service mobile application overview](https://servicenow-prod.fluidtopics.net/LTW201VLZ5H4at5pkBTgHQ)**   
  Customer service agents and managers can use the applet launcher and applets in the Customer Service mobile application to view notifications and manage customer service cases.
* **[Get started with the Customer Service mobile application](https://servicenow-prod.fluidtopics.net/sZqVOBAoxTDGTFVhLV0wvw)**   
  Use the ServiceNow Agent mobile app to access the Customer Service mobile application. Then log in to an instance as an agent or manager and work on your customer service cases.

**Related topics**   

* [Getting started with ServiceNow Agent](https://www.servicenow.com/docs/access?context=mobile-experience&version=xanadu&pubname=xanadu-mobile&ft:locale=en-US)